Unhappy Nexus 6P Camper

[Scott]

Hey All - 

So I'm a loyal Telus customer on a $70/month plan. When I joined, I brought my own semi-ancient iPhone 4s. Recently, I thought about upgrading. I asked at my local neighbourhood Telus store and was told (as the signs also show) that I could get a premium phone at a reduced rate if I locked in at a minimum of $70 for two years. I decided on the Nexus 6P.

All the local stores were out of stock, so I ordered the phone online on the weekend. I paid the discounted rate, and received the attached confirmation - which said I could continue with my existing plan.

Today, when I went to track shipment, I was told to contact Telus. I was told that my previous plan could not be applied (even thought it was $70/month and even though the purchase went through and my credit card was charged). When I called, I was told I needed a $90 plan. After much time spent on the phone today (time I did not have to spare) Telus is offering $85 for the same data and calling/texting I currently have. 

Take a look at the attached screen grab. How would you feel? Feels to me like bait and switch. And the future? Well, it doesn't feel that friendly.

[Nighthawk]

http://www.telus.com/en/ab/mobility/devices/nexus-6p/?INTCMP=BetaCatalogCard_nexus-6p_CTA_ToDetails

Seems to show the $70 requirement. 

Price of phone when adding a product to your TELUS bundle

$120 Starting at $70 per month on a 2-year plan

To get this offer, see more details 

[Scott]

Thanks, Nighthawk - that's certainly my position. It's what Telus clerks told me, it's what is on signs in the stores - and on the website. The online transaction went through - and now they won't ship the phone unless I go for more expensive plan. 😕

[NFtoBC]

If your $70 plan predates July 2013, then usually the promos for phones do not apply, as the subsidy for the phone can't be recovered in a two year contract vs the former 3 year contract. Seems like you were provided inaccurate information at the booth, which might have been corrected had they tried to enter your information to make the purchase.

Many folks with old, lucrative plans have decided to buy their new phones outright, rather than purchase a  subsidized phone on current contracts, due to the very issue which you discovered. 

[Scott]

Thanks for the response, NFtoBC. I have just been in a DM session on Twitter with Telus Support. Here is their position: 

"Thanks for the verification. We sent your account to our loyalty team and had them looked into it. The plan you currently have now is indeed not eligible if you were to get a new device at a discounted price. Because your plan is a "Bring Your Own Device" plan, and clients with this plan would have to purchase device at full price, or purchase it elsewhere then use it on our network. 

The $70 requirement is true, for a premium device like Nexus 6P, $70 or more spending per month is required. However, some plans, such as the one you have, is not eligible, despite meeting the monetary requirement. We checked the notes, and the plan that you were offered for $85 is the best that we can offer given what it includes. We can arrange to have our loyalty team to call within few business days and discuss this over the phone. If you would like a call back, please let us know the best number and time to call."

I added the boldface to their quote because - quite simply - the monetary requirement is the only posted requirement I have seen. Not only was I told this by staff, but there are signs in Telus stores - and on the Telus website, saying $70/month is what is required. It's a requirement I met - which is why this is so frustrating. FYI, the plan I was on was month-to-month and began in January of this year. I topped up the data during the summer. And their online transaction accepted it as being a valid plan for this promotion.

Oh - and the Twitter Support team also left me hanging for one hour without an update or even a "hang on, we'll get back to you." Not impressed.

[NFtoBC · Accepted solution]

To extend @Nighthawk comments, here is the info contained in the Details link:

Save up to $100 on any new smartphone on a 2-year term1 when you:

Add a new Mobility service to your existing Home Services, or

Add a new Home Service when upgrading to a new smartphone

The fine print on the page @Nighthawk linked also states the plan must be a 'Your Choice' plan to be eligible. 

Seems you have a difficult choice to make: pay $15/month ($360 over the term) to get a $580 phone subsidy, or stay where you are. I can't see Telus offering you a subsidized $700 phone on a BYOD plan.

[Scott]

Well, thought I'd update on the conclusion to his matter. 

Lots of time spent on his, probably more than it was worth. However, in the end - after some frustration - I would up with an *excellent* person on the end of the client support line. Stevan really listened and understood my position. Went to the wall to try to come back with the best deal. In the end, we were able to get a plan that sees my data reduced, and my monthly rate climb by $5. Also, when I went in the store to pick up the phone yesterday, a Black Friday sale was on and the price of the 6p had been further reduced. 

It's not a perfect resolution - but nothing these days is. I do feel that Stevan provided outstanding customer service, and that he truly deserves recognition. TELUS, if you're reading this, please give him a shout-out. In all honesty, someone with those kind of skills would best be put to use training client care people. He's really outstanding.

[NFtoBC]

Thanks for sharing. Glad to learn you're able to come to a satisfactory compromise.